Developed and currently managing the IT Works product, offering proactive IT managed services to the SMB (Small/Medium Business) market for a flat monthly fee. Created business plans, product descriptions, service level agreements and pricing matrices. Composed, issued and awarded RFPs for systems management and business management software tools. Hired and trained Operations Center personnel. Developed and implemented daily process flows and standard operating procedures. Successfully managed the extensive growth of both IT devices and annual revenue since the launch of the servce while maintaining exceptional customer satisfaction ratings.

Designed and managed the construction of a new data center and disaster recovery site. Developed project plans and statements of work, and managed contract negotiations. Facilitated weekly status meetings. Provided expertise for construction of 22,000 sq. ft. facility, which was divided into 2 phases.Design: Co-developed project plans, scope, and budget. Reviewed plans and teamed with departments to understand customer requirements. Composed, issued and awarded RFPs to hire project architect and general contractor (GC).Implementation: Managed demolition and reconstruction of 7,000 sq. ft. office space. Oversaw GC site supervisor and project managers. Ensured smooth project operations, tracked and reported progress. Supervised on-site project activities, including 30-50 personnel. Coordinated daily work schedules for subcontractors. The project was completed ahead of schedule and 3% under budget.

Administered two person staff responsible for implementing MPLS (Multi Protocol Label Switching) interconnections with partners across the Asian Pacific region. Drove development of business operation guides which defined all operating policies and procedures used by both MCI and partner carrier. Managed projects through technical design, capacity sizing, ordering and implementation. Directed teams through critical initiatives for the department, including negotiating agreements with former partners in Brazil and Mexico. Headed carrier management activities for international Frame Relay service, including meetings with partner companies to evaluate service levels, coverage areas and pricing. Worked with teams across US, India, Singapore, Hong Kong, and Australia.

Led activities of 120 professionals charged with new technology introduction to commercial and internal networks. Directed voice/data product engineering; worked with marketing/sales to define product development road map. Devised and implemented detailed technical design plans for new network systems and expansions. Oversaw network management and planning, engineering, internal networks, call center operations, project management, and lab testing/operations. Managed capital budget ranging from $13-27M.

Ensured the needs of the field operations, IT operations, network management, and customer service functions were met throughout the product development process. Created automation testing tools in support of the company’s three laboratory facilities; developed and implemented security and anti-fraud protection measures for its internal assets, products, and customers.